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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

1. What is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) The Service Catalog should be maintained and kept up-to-date.
C) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

2. What is the most common process that is associated with the Service Desk?

A) Change Management
B) Incident Management
C) Service Level Management
D) Configuration Management

3. What is the objective of a Management System?

A) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
B) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
D) to define, agree, record and manage levels of services

4. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner will work directly with business leadership and the process manager only works within IT
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner is a director and a process manager is a manager

5. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A) Service Desk
B) Availability Management
C) Incident Management
D) Service Level Management

Solutions: